More than half of consumers report problems with claims firms

A major new survey of consumers in the high-volume claims market has found a majority reported problems during the process. 

The poll of more than 15,000 people, commissioned by the Solicitors Regulation Authority, showed 54% experienced delays, poor communication or a lack of clarity during their claims process.

Almost three-quarters (72%) were satisfied with the outcome of their claim but just 51% reported they were satisfied with the service provided.

Only 13% of those who used a law firm or claims management company reported being told about a cooling-off period for pursuing their claim, while just 21% were given information about how much it would cost. Many were unclear at the start about whether they had formally signed up to a claim.

The research, which also included 30 in-depth interviews, also found an imbalance in the type of people who might be more likely to suffer harm: people from lower socio–economic backgrounds or with additional support needs were more likely to experience confusion, lack of support and poorer outcomes.

The poll was carried out last November in the context of the SRA’s continuing concern about potential misconduct in the mass volume claims sector. In her priorities for this year, chief executive Sarah Rapson said this was a key issue after ‘significant risks’ to the public had been identified.

As of the end of June 2026, the SRA had 94 open investigations relating to 68 firms that manage high-volume consumer claims. Between them, these firms are handling millions of claims.

Aileen Armstrong, executive director of strategy and policy, said: ‘Hearing directly from consumers is vital to understanding where this sector is not working as it should and where people may be at risk of harm.

‘These insights are helping us sharpen our focus as we tackle problems in the high-volume consumer claims market, building on the action we are already taking through investigations, supervisory work, engagement with law firms, and close working with other regulators and stakeholders.’

Last year the SRA required all firms handling this work to declare they were compliant with the relevant rules. It has also worked closely with the Financial Conduct Authority to stamp out potential misconduct over misleading advertising and unfair charges.